Senior Client Success Manager

Senior Client Success Manager

Diversified work with many of the world’s leading Enterprise customers, including, Google, Amazon, Netflix, AstraZeneca, Citibank, Facebook, and many others.

Our solutions are experienced by millions every day. Removing the distance. Delivering a message. Powering business. Celebrating fandom. Even saving lives.

Leveraging the best in technology and ongoing advisory services to transform businesses – connecting people, technology, and experiences.

Job Summary

Diversified is seeking a strategic, client-focused and operationally strong Senior Client Success Manager to own the success of a portfolio of Diversified’s most complex and strategic managed services clients.

This is a senior, client-facing role that combines Customer Success Management with acting Service Delivery Manager accountabilities. The role is responsible for client outcomes from onboarding through adoption, value realization, renewal and expansion, while owning day-to-day service performance for assigned accounts

The role sits at the intersection of Clients, Service Delivery, and Sales, with accountability for ensuring that each client is:

• Achieving measurable business outcome

• Receiving reliable, SLA-compliant service

• Healthy, referenceable, and renewing

• Growing with Diversified

In parallel, the role mentors Client Success Managers and contributes to the playbooks, health scoring, and reporting standards that make client success scalable and repeatable.

Primary Duties and Responsibilities:

1. Client Success Strategy & Outcomes

• Align with clients on measurable business outcomes and OKRs at onboarding, and build and maintain the customer success plan

• Build executive relationships and act as a trusted advisor to business and technical sponsors

• Lead quarterly executive business reviews (EBRs) covering outcomes versus OKRs, service performance, roadmap, and recommendations

• Track and document value realization and ROI, tied to the success plans

• Build a strategic roadmap aligned to each client’s future needs and business growth initiatives

2. Adoption, Health & Risk Management

• Drive adoption and usage of managed services through user enablement, training, and best practices

• Monitor usage, identify adoption barriers, and drive actions to remove them

• Own the customer health score and risk register, identifying risks early and driving remediation with Service Delivery, Professional Services, and the Account Team

• Capture client feedback through surveys and reviews, and route themes to Product, Service Delivery, and Operations

3. Service Delivery Management (Acting SDM

• Own SLA and experience-level (XLA) attainment for assigned accounts, publish service performance reporting, and act on misses

• Serve as the single point of escalation, coordinating major incident response with the NOC, Service Desk, and field teams and keeping the client informed

• Lead post-incident reviews with root cause analysis, and drive permanent fixes for recurring issues through problem management

• Coordinate planned changes, maintenance windows, and client approvals, protecting critical windows such as live events, broadcasts, and trading hours

• Run monthly service reviews covering ticket trends, backlog, SLA results, and open risks

4. Contract, Renewal & Growth

• Keep delivery within contracted scope and the service catalog, manage SLA credits, and flag scope changes to the Account Team

• Own the renewal plan for assigned accounts, starting 180 days before renewal, including strategy, risks, value proof, and timeline

• Identify new use cases, services, and expansion opportunities, and hand qualified opportunities to the Account Team

• Turn satisfied clients into references, case studies, testimonials, and advisory program members

5. Continual Improvement & Account Operations

• Maintain a service improvement plan linked to the customer success plan, with owners and dates

• Coordinate field engineers, OEMs, and partners to resolve issues and meet delivery commitments

• Keep runbooks, contacts, escalation paths, and asset records current in the ITSM tool

• Use operational performance data as an early-warning signal for account health

6. Leadership & Practice Development

• Mentor and coach Client Success Managers, and act as an escalation point and backup for complex accounts

• Lead onboarding and transition for strategic and multi-site clients

• Contribute to Client Success playbooks, health scoring, governance templates, and reporting standards

• Share wins, lessons learned, and best practices across the Client Success and Service Delivery teams

Required/Desired Knowledge, Experience and Skills:

Must-Have Experience

• 7+ years’ experience in customer success, account management, service delivery management, or a similar client-facing role in technology services

• Proven record managing renewals, adoption, and executive relationships for enterprise clients

• Demonstrated experience owning SLA performance, escalations, and service reviews for managed services accounts

• Working knowledge of incident, problem, and change management, with ITIL 4 Foundation or equivalent

• Experience with health scoring, usage analytics, and outcome-based reporting

• Experience managing a portfolio of complex, multi-site enterprise accounts

Technical & Commercial Capability

• Strong understanding of managed services operating models (onsite, remote, hybrid) and ITSM platforms

• Commercial awareness of contracted scope, entitlements, SLA credits, renewals, and expansion

• Ability to translate service performance and usage data into clear business value for executives

• Ability to build and present data-driven reporting, including service performance, health, and value realization

Preferred Experience

• Experience with managed services, networking, collaboration, or audio visual technology

• Familiarity with media, broadcast, live events, or other Diversified verticals

• Experience with SLA and XLA reporting and service improvement plans

• Experience using AI-assisted tools for account insight and automation

• Experience mentoring Client Success Managers or building customer success playbooks

Core Competencies

• Trusted-advisor presence with strong executive communication, facilitation, and presentation skills

• Proactive and data-driven, engaging clients before they have to ask

• Operational ownership: owns the incident, communicates early, and closes the loop with a root cause

• Ability to influence senior stakeholders and work as one team across Sales, Delivery, Product, and Operations

• Structured and organized approach to managing multiple strategic accounts

• Consistent, then tailored: applies standard playbooks and adapts them to each client’s industry and goals

• Commitment to continuous improvement and sharing lessons across the organization